Virgin Media very unreliable broadband - cancel without cancellation charges?

littleboo

Buzby wrote: »

Last contention rates I had was 1:20 for BT Openreach connections, 1:10 for VM. In certain areas this loading is higher for both, but is usually pending a re segmentation.

That said, on AVERAGE a cable connection will always outperform xDSL, due to a number of factors - so if BB is important to you and you have the option of cable, it is a no brainer.

You have to ask why BT were touting 'fibre BB' as a differentiator when it isn't? They always used fibre previously, but how come it is magically transformed just because it is a little bit closer than it was preciously? The gullible public are being suckered big time - when (eventually) fibre is actually used (FTTP) what they going to call that? SuperDuperFast BB?

Smoke and mirrors - ADSL is a short-term enabler in much the same way ISDN2 was, and folk should realise this.

The "little bit closer" is actually a lot closer for most people and makes an enormous difference. The use of the word fibre to promote hybrid fibre/copper services was started by VM and seems to have become the norm.Yes, cable has the ability to deliver reliable high bandwidth to the customer, but only if its managed properly, and clearly VM aren't doing that in some areas. I get consistent 50Mb+ on my Infinity connection which sounds a lot better than your VM one.

custardy

seems trhe way with VM. some areas get really poor BB
while other areas(myself included) have little trouble at all
my BB is as solid as ever

t33owl

I had EXACTLY the same problem, but they told me various reasons as to why my broadband kept disconnecting, from network outages to routine maintenance, each CS adviser didn't seem to know what was going off and basically told me something different every time! .. My neighbour has had the same problems too but they told her that her modem was broken!!!

I was 3 months into an 18 month deal and I was sick of it, so I called OFCOM, they in turn put me in touch with CISAS who are the regulatory body for the cable industry in this country.

Google them for their web address!

I was told by them that IF I had the same problem four times within a month I was within my rights to ASK to come out of my contract. Virgin didn't like that I had gone to them and I was able to leave my contract after undertaking a 30 day notice period.

Maybe worth a try?

JamieStapleton

FYI, despite all the claims from other board members that you cannot cancel without penalty for poor service - Thanks for nothing...

I did and you can.

I sent an email complaint, quoting the Supply of Goods and Services Act 1982 - specifically making reference to the 'fit for purpose' clause.

Virgin rang me and granted a full cancellation (Broadband, Phone and Line rental - 10 months remaining of an 18 month contract), plus a £75 goodwill gesture for the hassle I expericed.

Very impressed with the Virgin reaction.

fishforsale

JamieStapleton wrote: »

FYI, despite all the claims from other board members that you cannot cancel without penalty for poor service - Thanks for nothing...

I did and you can.

I sent an email complaint, quoting the Supply of Goods and Services Act 1982 - specifically making reference to the 'fit for purpose' clause.

Virgin rang me and granted a full cancellation (Broadband, Phone and Line rental - 10 months remaining of an 18 month contract), plus a £75 goodwill gesture for the hassle I expericed.

Very impressed with the Virgin reaction.

there are too many trolls on this forum

Crediting for lost service does not equal providing the service, you have incurred a loss and the compensation does not adequately rectify the loss.
If your connection drops you are well within your rights to cancel the service, as long as you can provide proof of it.

There are a few premium isp's that will make sure your connection will not drop or will provide direct access to an engineer within 48 hours to fully investigate the issue, but you will pay a higher price for it

rbarkley_2

Could you tell me the email you used and also, a brief example of your email to them?

HelenDaff

My friend signed up to virgin media in september then due to circumstances beyond her control moved in december. She advised virgin media in November of her forthciming move, but they advised her as she was moving to a new build and they could not provide a service, despite providing the service to an older house directly opposite.
they advised her SHE would need to pay a cancellaion charge, even though it was them who said they could not continue to provide the service. Despite many conversations and communications they have passed her debt (as they call it) to a debt collection agency, who say she should not have moved. (But moving was beyond her control)
Virgin have even asked for the equioment to be sent back, which my friend has done, therfore aren't virgin acknowledging they are not providing a service.
My friend has a new baby ( her 9 week old grandaughter) living with her, and is terrified the debt collection agency are going to come knocking on the door.
Virgin give no reason why they wont provide a service to a new build. The landlord have no problem with it so its not that.
Surely she should be able to get out of this if they are acknowleging they are not and wobt privide a service.
I am going to write to the ombudsman for her but wanted any advice anyone could provide first.

Thanks:D

mije1983

HelenDaff wrote: »

My friend signed up to virgin media in september then due to circumstances beyond her control moved in december. She advised virgin media in November of her forthciming move, but they advised her as she was moving to a new build and they could not provide a service, despite providing the service to an older house directly opposite.
they advised her SHE would need to pay a cancellaion charge, even though it was them who said they could not continue to provide the service. Despite many conversations and communications they have passed her debt (as they call it) to a debt collection agency, who say she should not have moved. (But moving was beyond her control)
Virgin have even asked for the equioment to be sent back, which my friend has done, therfore aren't virgin acknowledging they are not providing a service.
My friend has a new baby ( her 9 week old grandaughter) living with her, and is terrified the debt collection agency are going to come knocking on the door.
Virgin give no reason why they wont provide a service to a new build. The landlord have no problem with it so its not that.
Surely she should be able to get out of this if they are acknowleging they are not and wobt privide a service.
I am going to write to the ombudsman for her but wanted any advice anyone could provide first.

Thanks:D

They are correct in that your friend would need to pay the cancellation charge. Virgin were quite happy to continue to supply the service at the agreed address, but your friend moved the goalposts by moving house.

I believe that Virgin are not expanding their network any more, so that will probably be the reason a house opposite the new build can get it.

It seems like it has gone past any goodwill stage as you mention debt collectors. I hope she can sort it out, but it seems that will only come about by paying what is due.

visidigi

HelenDaff wrote: »

My friend signed up to virgin media in september then due to circumstances beyond her control moved in december. She advised virgin media in November of her forthciming move, but they advised her as she was moving to a new build and they could not provide a service, despite providing the service to an older house directly opposite.
they advised her SHE would need to pay a cancellaion charge, even though it was them who said they could not continue to provide the service. Despite many conversations and communications they have passed her debt (as they call it) to a debt collection agency, who say she should not have moved. (But moving was beyond her control)
Virgin have even asked for the equioment to be sent back, which my friend has done, therfore aren't virgin acknowledging they are not providing a service.
My friend has a new baby ( her 9 week old grandaughter) living with her, and is terrified the debt collection agency are going to come knocking on the door.
Virgin give no reason why they wont provide a service to a new build. The landlord have no problem with it so its not that.
Surely she should be able to get out of this if they are acknowleging they are not and wobt privide a service.
I am going to write to the ombudsman for her but wanted any advice anyone could provide first.

Thanks:D

Your friend took out the service at the address where she lived. For a minimum period of time. She had to move, for whatever reason. This is not the fault of Virgin Media, nor is it their fault the new location is not in a VM service area (what would you have done if you move abroad for example?)

Your friend is contracted to the service and has to pay for the minimum period of the service. The returning of the equipment is because they own it, this is returned because they are unable to provide the service. They do not need, or have to provide a service to the alternative address where your friend moved.

The ombudsman will do nothing for your friend. The debt collectors will continue to pursue the debt, which your friend is liable for. The debt is just that, a debt. The baby is nothing but emotion which does not change the legal position.

The best recommendation? Pay the charges owed. Or spend the next couple of years trying to repair a credit rating which is probably already trashed.

HelenDaff

Thanks for your replies.
My friend returned the equipment as requested, and yes unlike sky knows virgin still own the equiomentd, and kniws it was pribably destroyed once returned. But if vigin asked for it back as soon as she asked to cancel the service but said she still had to pay, surely its her rented property until that time until the contract ends. The contract has not ended yet as they still say she needs to pay. She has only been in the new house for 5 weeks yet they had debt collection onto her last week, saying call the ombudsman.
debt collection energy said she should not have moved, but do not know circumstsncee as why she had to move, and as she was onky given a weeks notice did not have a choice as it was accept now or lose!
I myself cancelled television subecriptions in October as I think all of these companies are out for one thing and are not interested in the customer. I went for the subscription free freesat box. As I was sick of being taken for a mug.
if vigin can cancel and even offer goodwill gestures to people after months of poor service, then surely they can sort this out when its them who can't provide a service, yet 50 yards away they can.